Travel disruption management using fragmented source data

ABSTRACT

Systems and methods for detecting disruption events that impact itineraries using data obtained from fragmented sources. A disruption event that impacts a segment of an itinerary is detected using data obtained from a number of fragmented sources. A record identifier associated with a reservation record generated in a reservation database in response to reserving the itinerary is identified. A disruption element corresponding to the segment is generated in the reservation record to store data indicating a net difference between a base state of the segment at a time of a ticketing of the itinerary and an actual state of the segment at a time the segment terminates. A difference between the base state and a state of the segment following the disruption event is determined. The disruption element is populated with data indicating the difference.

TECHNICAL FIELD

The present invention relates generally to disruption management in thetravel industry, although not limited thereto. More specifically, thepresent invention relates to techniques for detecting transportationservice disruptions in the travel industry using data obtained from aplurality of fragmented sources.

BACKGROUND

Despite best efforts to avoid them, events that disrupt transportationservices (“disruption events”) are a persistent challenge faced by bothtravel providers and the passengers they serve. As used herein, a“disruption event” refers to a specific occurrence (or incident) thatdefines a deviation from normal operating conditions for a travelservice provider. When a segment of an itinerary is impacted by adisruption event, a state of that segment is different than a base stateof that segment at a time the itinerary was ticketed. Examples ofdisruption events include flight delays or cancellations, changes inseat assignments or cabin class, unscheduled stopovers, changes instopover locations, unscheduled ground transfers, reduced connectiontimes, and the like.

From a passenger's perspective, any deviations between the travelservice they purchased and the travel service actually received will atminimum negatively impact the passenger's perception of the travelservice provider that provided the travel service. Such deviations mayalso prevent (or at least delay) the passenger from reaching a scheduledmeeting or vacation destination that prompted that travel. From a travelservice provider's perspective, such deviations impacting a travelservice between two cities can have a ripple effect throughout theirtravel service networks.

Conventional systems generally detect disruption events usingreservation record data. However, disruption events can arise for anynumber of reasons that may not be reflected in reservation record data:including mechanical problems with equipment, crew availability, orweather conditions. Moreover, conventional systems that log disruptionevents will often create a separate entry in a reservation record foreach disruption event detected. As some passengers may attest, a singlesegment of a travel itinerary can be impacted by a sequence ofdisruption events. For example, a scheduled departure time of travelconveyance servicing a segment may be delayed numerous times. Yet, inother instances, the scheduled departure time may initially be delayedby some time and then later advanced to the originally scheduleddeparture time. When that happens, conventional systems may detect andseparately log two disruption events even though there was no aggregateddisruption—the travel conveyance departed at the originally scheduleddeparture time.

SUMMARY

Embodiments of the present invention provide systems, methods, andcomputer-readable storage media for in-transit detection and mitigationof transportation service disruptions in the travel industry using dataobtained from a plurality of fragmented sources. In an embodiment, asystem includes a computing device and a computer-readable storagemedium that includes a set of instructions. Upon execution by thecomputing device, the set of instructions cause the system to detect adisruption event that impacts a segment of an itinerary using dataobtained from a plurality of fragmented sources. A record identifierassociated with a reservation record generated in a reservation databasein response to reserving the itinerary is determined. In response todetecting the disruption event, a disruption element corresponding tothe segment is generated in the reservation record associated with therecord identifier. The disruption element stores data indicative of anet difference between a base state of the segment at a time of aticketing of the itinerary and an actual state of the segment at a timethat the segment terminates. A difference is determined between the basestate of the segment and a state of the segment following the disruptionevent using data indicative of the base state obtained from thereservation record. The disruption element is populated with dataindicative of the determined difference between the base state of thesegment and the state of the segment following the disruption event.

In another embodiment, a method includes detecting a disruption eventthat impacts a segment of an itinerary using data obtained from aplurality of fragmented sources. A record identifier associated with areservation record generated in a reservation database in response toreserving the itinerary is determined. In response to detecting thedisruption event, a disruption element corresponding to the segment isgenerated in the reservation record that is associated with the recordidentifier. The disruption element stores data indicative of a netdifference between a base state of the segment at a time of a ticketingof the inventory and an actual state of the segment at a time that thesegment terminates. A difference between the base state of the segmentand a state of the segment following the disruption event is determinedusing data indicative of the base state obtained from the reservationrecord. The disruption element is populated with data indicative of thedetermined difference between the base state of the segment and thestate of the segment following the disruption event.

In another embodiment, a non-transitory computer-readable storage mediumincluding computer-readable instructions is provided. Upon execution bya processor of a computing device, the computer-readable instructionscause the computing device to detect a disruption event that impacts asegment of an itinerary using data obtained from a plurality offragmented sources. A record identifier associated with a reservationrecord generated in a reservation database in response to reserving theitinerary is determined. In response to detecting the disruption event,a disruption element corresponding to the segment is generated in thereservation record associated with the record identifier. The disruptionelement stores data indicative of a net difference between a base stateof the segment at a time of a ticketing of the itinerary and an actualstate of the segment at a time that the segment terminates. A differencebetween the base state of the segment and a state of the segmentfollowing the disruption event is determined using data indicative ofthe base state obtained from the reservation record. The disruptionelement is populated with data indicative of the determined differencebetween the base state of the segment and the state of the segmentfollowing the disruption event.

In embodiments, a second disruption event is detected that impacts thesegment of the itinerary subsequent to detecting the disruption event.In embodiments, the disruption element is updated with data indicativeof a difference between the base state of the segment and a state of thesegment following the second disruption event. In embodiments, thedisruption event is a first delay in a scheduled arrival time of atravel conveyance servicing the segment, the second disruption event isa second delay in the scheduled arrival time, and the data indicative ofthe difference between the base state of the segment and the state ofthe segment following the second disruption event is a net difference inthe scheduled arrival time that combines the first delay and the seconddelay.

In embodiments, a third disruption event is detected that impacts asecond segment of the itinerary. In embodiments, a second disruptionelement corresponding to the second segment is generated in thereservation record in response to detecting the third disruption event.The second disruption element storing data indicative of a netdifference between a base state of the second segment at a time of aticketing of the itinerary and an actual state of the second segment ata time the second segment terminates.

In embodiments, a difference between the base state of the secondsegment and a state of the second segment following the third disruptionevent is determined using data indicative of the base state of thesecond segment obtained from the reservation record. In embodiments, thesecond disruption element is populated with data indicative of thedifference between the base state of the second segment and the state ofthe second segment following the third disruption event.

In embodiments, an identifier corresponding to a user profile associatedwith the itinerary is identified using information obtained from thereservation record. In embodiments, a disruption metric is generatedthat quantifies a relative impact of disruption events that impact thesegment using data obtained from the disruption element. In embodiments,the user profile corresponding to the identifier is populated with thedisruption metric. In embodiments, a time dilution factor is applied tothe disruption metric that adjusts the disruption metric based on howmuch advance notice of the first disruption event was provided. Inembodiments, the plurality of fragmented sources include a customermanagement departure control system (“DC S-CM”) associated with a travelprovider servicing the segment, a flight management departure controlsystem (“DCS-FM”) associated with the travel provider, an inventorymanagement system associated with the travel provider, or a combinationthereof.

In embodiments, the disruption event is a modification of a seat mapcorresponding to a travel conveyance servicing the segment. Inembodiments, the second disruption event is a delay in a scheduledarrival time of the travel conveyance, and the data indicative of thedifference between the base state of the segment and the state of thesegment following the second disruption event is a net difference in thescheduled arrival time following the delay and an indication of a seatchange due to the modification of the seat map. In embodiments,generating the disruption element includes cascading the disruptionelement through a service of a remote server hosting the reservationdatabase. In embodiments, the disruption element is iteratively updatedin response to detecting additional disruption events that impact thesegment using data obtained from the plurality of fragmented sources.

In embodiments, the additional disruption events include: an unscheduledstopover location being added, a scheduled stopover location beingreplaced with an unscheduled stopover location, a change in a cabinclass associated with the segment, a ground transfer being added, amodification of the segment that results in a reduced connection time, aspecial service request associated with the segment being unfulfilled, amodification of a seat map corresponding to a travel conveyanceservicing the segment, a modification of a seating protocol establishedby a travel provider operating the travel conveyance, an unscheduledgate change, a wait time for retrieval of checked baggage that exceeds apredefined threshold, or a combination thereof.

In embodiments, a root cause of the disruption event is identified usingthe data obtained from the plurality of fragmented sources. Inembodiments, the disruption element is updated to include an indicationof the root cause. In embodiments, the root cause relates to a crewdelay, a weather condition, a passenger delay, a ground delay, a baggagedelay, a baggage loss, a tail assignment, a seasonal schedule change, ora combination thereof. In embodiments, the disruption event correspondsto a travel conveyance servicing the first segment being cancelled,delayed, rescheduled, diverted en-route, reassigned, replaced, or acombination thereof. In embodiments, the disruption event is detectedusing data obtained from an Aircraft Movement Message (“MVT”), anAircraft Initiated Movement Message (“MVA”), or a combination thereof.

This summary is provided to introduce a selection of concepts in asimplified form that are further described below in the detaileddescription. This summary is not intended to identify key features oressential features of the claimed subject matter, nor is it intended tobe used in isolation as an aid in determining the scope of the claimedsubject matter.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings, which are incorporated in and constitute apart of this specification, illustrate various embodiments of thepresent invention and, together with the general description of theinvention given above, and the detailed description of the embodimentsgiven below, serve to explain the embodiments of the invention. In thedrawings, like reference numerals are used to indicate like parts in thevarious views.

FIG. 1 is a block diagram of an example operating environment that issuitable for implementing aspects of the present invention.

FIG. 2 is a block diagram of an example reservation system that issuitable for implementing aspects of the present invention.

FIG. 3 is a swimlane diagram illustrating a travel reservation processin accordance with an embodiment of the present invention.

FIG. 4 is a block diagram of an example operating environment that issuitable for implementing aspects of the present invention.

FIG. 5 is a flow-chart illustrating an example of a method for detectingdisruption events that impact itineraries using data obtained from aplurality of fragmented sources.

FIG. 6 is a block diagram of an example computing environment suitablefor use in implementing embodiments of the invention.

DETAILED DESCRIPTION

Techniques described herein relate to detecting disruption events thatimpact itineraries using data obtained from a plurality of fragmentedsources. Referring to FIG. 1, an example operating environment forimplementing aspects of the present invention is illustrated anddesignated generally 100. In general, operating environment 100represents the various systems involved in processing travelreservations for users (e.g., customers or passengers) in the travelindustry. Operating environment 100 includes client device 110, providerreservation system (“PRS”) 120, and global reservation system (“GRS”)130. As depicted in FIG. 1, the various systems communicate with eachother via network 140, which may include one or more public and/orprivate networks. Examples of networks that are suitable forimplementing network 140 include: local area networks (“LANs”), widearea networks (“WANs”), cellular network, the Internet, and the like.

In operation, client device 110 interacts with PRS 120 and/or GRS 130 toobtain data related to travel services (“travel-related data”) andservices related to booking travel services (“travel-related services”).Examples of travel-related data include inventory data, fare data,routing data, scheduling data, check-in data, boarding data, and thelike. Examples of travel-related services include reserving travelservices that define an itinerary, ticketing the reserved travelservices that define an itinerary, and the like. For the purposes of thepresent disclosure, an “itinerary” refers to a structured travel routebetween an origin location and a destination location. Examples ofsystems suitable for implementing client device 110 include: asmartphone, a laptop, a personal computer, a mobile computing device, acryptic terminal, a remote server hosting a travel metasearch website,an online travel agency website, and the like.

PRS 120 is a computer reservation system configured to provide customerswith both travel-related data and travel-related services associatedwith a particular travel service provider. Examples of systems suitablefor implementing PRS 120 are provided by Delta Air Lines, Incorporatedof Atlanta, Ga., and American Airlines Group, Incorporated of FortWorth, Tex.

GRS 130 is another computer reservation system configured to providecustomers with both travel-related data and travel-related services. Anexample of a system suitable for implementing GRS 130 is provided byAmadeus IT Group of Madrid, Spain. In contrast to PRS 120, thetravel-related data and travel-related services that GRS 130 provides isassociated with multiple travel service providers. In an embodiment, areservation system described below with respect to FIG. 2 may be used toimplement PRS 120, GRS, 130, or a combination thereof.

In an embodiment, GRS 130 directly accesses travel-related dataassociated with a particular travel service provider using a web serviceinterface published by a remote server hosting that travel-related data.For example, an inventory management system of PRS 120 may publish a webservice interface for accessing travel-related data associated with aparticular travel service provider. In an embodiment, a remote serverperiodically pushes travel-related data associated with a particulartravel service provider to GRS 130 where that travel-related data islocally replicated. For example, an inventory management system of PRS120 may periodically push travel-related data associated with aparticular travel service provider to GRS 130 for local replication. Inan embodiment, GRS 130 stores and manages travel-related data for PRS120.

Each of the systems shown in FIG. 1 may be implemented via any type ofcomputing system, such as computing system 600 described in greaterdetail below with respect to FIG. 6, for example. Each system shown inFIG. 1 may comprise a single device or multiple devices cooperating in adistributed environment. For instance, GRS 130 may be provided viamultiple devices arranged in a distributed environment that collectivelyprovide the functionality described herein. Additionally, othercomponents not shown may also be included within the distributedenvironment.

FIG. 2 is a block diagram depicting an example reservation system 200that is suitable for implementing aspects of the present invention. Inan embodiment, reservation system 200 is implemented in PRS 120 ofFIG. 1. In an embodiment, reservation system 200 is implemented in GRS130. As depicted in FIG. 2, reservation system 200 includes front-endsystems 275 and back-end systems 285 that exchange data via a network260 composed of public and private networks, such as the Internet and areservation system intranet. Front-end systems 275, such as searchengine 220, interact directly with clients (e.g., client device 110 ofFIG. 1) of reservation system 200 during a travel reservation process.In contrast, clients of reservation system 200 are not exposed toback-end systems 285 that store the travel-related data and effectuatethe travel-related services in reservation system 200, such as inventorymanagement system 230, reservation management system 240, and ticketmanagement system 250.

Web service 210 is configured to facilitate networked communicationsbetween front-end systems 275 of reservation system 200, such as searchengine 220, and applications executing on a remote client device (e.g.,client device 110 of FIG. 1). For example, during a search phase of atravel reservation process, search queries submitted by clients ofreservation system 200 are directed to search engine 220 via web service210. Search engine 220 is configured to identify search results havingat least one itinerary that satisfies search parameters included in eachsearch query. Examples of such search parameters may include: an originlocation, a destination location, a departure date, a return date, anumber of passengers associated with a travel request (“a number inparty”), a booking class, a number of stops, a flight number, a travelprovider identifier, a cabin class (e.g., First Class or Economy), afare family, a departure hour range, and the like. Search engine 220 isfurther configured to communicate identified search results to theclient devices via web service 210.

Inventory-related data for one or more travel service providers isstored in inventory database 235 under the control of inventorymanagement system 230. In an embodiment, inventory-related data includesavailability information that defines unreserved travel servicesinventory. As used herein, “unreserved travel services inventory”relates to portions of a travel services inventory that are notassociated with any reservation records stored in reservation database245. In contrast, “reserved travel services inventory” relates toportions of a travel services inventory that are associated with one ormore reservation records stored in reservation database 245. In anembodiment, inventory-related data includes fare information associatedwith the unreserved travel services inventory.

Reservation records for one or more travel service providers are storedin reservation database 245 under the control of reservation managementsystem 240. Reservation management system 240 is configured to interactwith search engine 220 to process reservation requests received during abooking phase of a travel reservation process. In response to receivinga reservation request identifying a travel itinerary, reservationmanagement system 240 generates a reservation record in reservationdatabase 245. In an embodiment, the reservation record is a passengername record (“PNR”). The reservation record includes itinerary data anda record locator that uniquely identifies the reservation record inreservation database 245. In an embodiment, the reservation recordincludes a ticketing time limit. The record locator may also be referredto as a confirmation number, reservation number, confirmation code,booking reference, a PNR number, and the like.

Itinerary data generally includes travel information defining varioustravel services included in an itinerary and passenger informationrelated to one or more passengers associated with the reservationrecord. Examples of travel information include: an origin location, adestination location, a departure date, a return date, a number inparty, a booking class, a number of stops, a flight number, a travelprovider identifier, a cabin class, and the like. Examples of passengerinformation, for each passenger among the one or more passengersassociated with a reservation record, include: name, gender, date ofbirth, citizenship, home address, work address, passport information, ane-mail address, a phone number, a special service request (“SSR”), andthe like.

Ticket records for one or more travel service providers are stored inticketing database 255 under the control of ticket management system250. Ticket management system 250 is configured to interact with searchengine 220, inventory management system 230, and reservation managementsystem 240 to process ticket issuance requests received during aticketing phase of a travel reservation process. In processing ticketissuance requests, ticket management system 250 generates ticket recordsin ticketing database 255 for each travel service segment (“segment”)and each passenger associated with the reserved travel itinerary usingtravel information and passenger information in the reservation record.

For example, a reservation record may include passenger informationrelated to two passengers. The reservation record may further includetravel information defining two flight segments for travel from anorigin location to a destination location via a stopover location andone flight segment for travel from the destination location to theorigin location. In this example, the travel information defines threetotal flight segments for two passengers. In response to receiving aticket issuance request associated with the reservation record in thisexample, ticket management system 250 would generate six ticket recordsin ticketing database 255. Ticket management system 250 would submit arequest to reservation management system 240 to update the reservationrecord stored in reservation database 245 to include six ticket numbersthat identify each ticket record generated. That is, in this example, asingle reservation record stored in reservation database 245 wouldinclude ticket numbers identifying six ticket records stored inticketing database 255.

FIG. 3 is a swimlane diagram illustrating a travel reservation process300 in accordance with an embodiment of the present invention. As shownby FIG. 3, travel reservation process 300 may include three phases: asearch phase 310, a booking phase 320, and a ticketing phase 330. Duringsearch phase 310, at block 312, client device 110 submits a search queryto a search engine 220 hosted by a reservation system 200 via webservice 210 to search for available travel services. The search queryincludes multiple search parameters related to one or more travelservices identified in the travel request. For example, searchparameters related to air travel services may include: an originlocation, a destination location, a departure date, a return date, anumber of passengers associated with the travel request (“a number inparty”), a booking class, a number of stops, a flight number, a travelprovider identifier, a cabin class (e.g., First Class or Economy), andthe like. As another example, search parameters related to hotel travelservices may include: an accommodation location, a check-in date, acheck-out date, a number in party, and the like.

At block 314, search engine 220 parses the search query to extract thesearch parameters and generates a request for available travel servicesbased on the search parameters. Search engine 220 transmits the requestfor available travel services to inventory management system 230. Atblock 316, inventory management system 230 may access inventory-relateddata stored in inventory database 235 to identify a subset of travelservices in unreserved travel services inventory that satisfy therequest. Inventory management system 230 responds to the request bytransmitting data indicative of the identified subset of travel servicesin unreserved travel services inventory (“available travel servicesdata”) to search engine 220. The search engine 220 may also access andretrieve pricing-related data (e.g., fares) for the travel services thatis stored in a pricing database. At block 318, search engine 220generates a search result including one or more recommendations foritineraries that satisfy the search parameters based on the availabletravel services data received from inventory management system 230 andthe pricing-related data. Alternatively, the search engine 220 may beconfigured to identify a subset of priced travel options in a data cacheto generate the search result satisfying the request. Search engine 220sends the search result to client device 110 in response to the searchquery.

Travel reservation process 300 transitions from search phase 310 tobooking phase 320 when a customer identifies a specific itinerary thatsatisfies parameters provided during search phase 310. For example, thecustomer may select one of the itineraries included in the search resultsent by search engine 220 to client device 110 at block 318. Duringbooking phase 320, at block 321, client device 110 submits a reservationrequest to search engine 220 via web service 210 to reserve the selecteditinerary including at least one travel service. In an embodiment, theselected itinerary in the reservation request was included in a searchresult sent by search engine 220 during search phase 310. At block 322,search engine 220 initiates a reservation process executing onreservation management system 240 by forwarding the reservation requestto reservation management system 240.

At block 323, the reservation process of reservation management system240 parses the reservation request to extract the at least one travelservice of the itinerary. Reservation management system 240 submits anavailability request regarding the at least one travel service toinventory management system 230 and a pricing request regarding the atleast one travel service to the pricing database. At block 324,inventory management system 230 accesses inventory-related data storedin inventory database 235 to confirm that the at least one travelservice is in the unreserved travel services inventory. Inventorymanagement system 230 generates an availability response having dataindicative of whether the at least one travel service is in theunreserved travel services inventory at the time of booking. Theavailability response is sent by inventory management system 230 toreservation management system 240 in response to the availabilityrequest.

At block 325, reservation management system 240 generates a reservationrecord (e.g., a PNR) to reserve the at least one travel service of theitinerary for the customer. In generating the reservation record,reservation management system 240 submits a request to inventorymanagement system 230 to update inventory database 235 accordingly. Toupdate inventory database 235, any travel services included in theitinerary are associated with the record locator and transitioned fromunreserved travel services inventory to reserved travel servicesinventory, at block 326. In an embodiment, inventory management system230 interacts with an inventory management system of a travel serviceprovider to propagate the update of inventory database 235 to aninventory database of the travel service provider.

Upon updating inventory database 235, inventory management system 230may transmit a confirmation message to reservation management system240. At block 327, reservation management system 240 sends the recordlocator to search engine 220 to confirm that the itinerary is reservedfor the customer. At block 328, search engine 220 sends a reservationconfirmation including the record locator to client device 110 inresponse to the reservation request.

Travel reservation process 300 transitions from booking phase 320 toticketing phase 330 when payment is received for reserved travelservices. During ticketing phase 330, at block 331, client device 110submits a ticket issuance request to search engine 220 via web service210. The received ticket issuance request identifies a record locatorcorresponding to a reserved itinerary generated by reservationmanagement system 240 during booking phase 320. In an embodiment, aticket issuance request is received after payment is received for areserved itinerary. In an embodiment, payment for a reserved itineraryis received contemporaneously with the ticket issuance request.

At block 332, search engine 220 initiates a ticketing process executingon ticket management system 250 by forwarding the ticket issuancerequest to ticket management system 250. Upon receiving the ticketissuance request, ticket management system 250 transmits the recordlocator to reservation management system 240 at block 333. In responseto the record locator, reservation management system 240 forwards areservation record associated with the record locator to ticketmanagement system 250 at block 334. At block 335, ticket managementsystem 250 generates a ticket record in ticketing database 255 for theat least one travel service of the reserved itinerary using travelinformation and passenger information in the reservation record. In anembodiment, ticket management system 250 interacts with a ticketmanagement system of a travel service provider to propagate copies ofthe ticket records generated in ticketing database 255 to a ticketingdatabase of the travel service provider.

At block 336, upon generating the ticket record in ticketing database255, ticketing management system 250 submits a request to reservationmanagement system 240 to update the reservation record stored inreservation database 245 to include a ticket number that identifies theticket record generated in block 335. In an embodiment, reservationmanagement system 240 transmits a response message to ticketingmanagement system 250 to confirm the update to reservation database 245is complete. As discussed above with respect to FIG. 2, a singlereservation record stored in reservation database 245 may includemultiple ticket numbers that each identify a different ticket recordstored in ticketing database 255.

At block 337, ticketing management system 250 sends the ticket number tosearch engine 220 to confirm that the ticket was issued for the travelservice of the reserved itinerary. At block 338, search engine 220 sendsa ticketing confirmation including the ticket number to client device110 in response to the ticket issuance request. For purposes of thepresent disclosure, travel information provided in a reservation recordwhen a ticketing confirmation is sent to a client device defines a “basestate” of any travel services associated with the reservation record.

By way of example, a reservation record may include travel informationfor a multi-segment itinerary, as discussed above with respect to FIG.2. In the example of FIG. 2, the reservation record included travelinformation defining two flight segments for travel from an originlocation to a destination location via a stopover location and oneflight segment for travel from the destination location to the originlocation. When a ticketing confirmation is sent to a client device inthis example, the travel information included in the reservation recordwould both define a base state of the multi-segment itinerary as a wholeand a base state of each flight segment composing that itinerary.

Referring to FIG. 4, an example operating environment for implementingaspects of the present invention is illustrated and designated generally400. Operating environment 400 generally represents the various systemsinvolved in providing travel services to passengers (or customers) withexisting travel reservations in the travel industry. In the example ofFIG. 4, the travel services being provided relate to air travel. Oneskilled in the art will appreciate that travel services unrelated to airtravel may be provided to passengers with existing travel reservationsin accordance with the present invention. For example, travel servicesrelated to travel by bus, rail, car, boat, and the like may also beprovided to passengers with existing travel reservations in accordancewith the present invention.

Operating environment 400 includes aircraft 410, air traffic management(“ATM”) system 420, provider system 430, disruption management system440 and network 450. Aircraft 410 is a travel conveyance that transportspassengers and cargo within an airline route network operated by atravel service provider. In transporting passengers and cargo within theroute network, aircraft 410 services one or more flight segments of anitinerary associated with a reservation record. Aircraft 410 includesflight management system (“FMS”) 412 that enables aircraft 410 toexchange flight data with one or more external systems via network 450.For purposes of the present disclosure, flight data includes flightplans, navigation data, and the like.

As used herein, “flight plans” refers to formal documents filed bypilots and/or travel service providers with local, regional, or nationalaviation authorities (“aviation authorities”), such as the FederalAviation Administration (“FAA”) in the United States and EuroControl inthe European Union. Flight plans include aircraft identificationinformation (e.g., a flight number), aircraft specification information(e.g., type of aircraft, wake turbulence category, availablecommunication/navigation equipment), flight path information (e.g.,departure location, arrival location, en-route waypoints, estimateddeparture/arrival time, etc.), passenger/crew manifest, available fuel,and the like.

Navigation data refers to various information that is exchanged betweenaircraft 410 and one or more external systems while aircraft 410 isen-route between a departure location and an arrival location of asegment. Aircraft 410 is “en-route” during a period of time defined bydeparture time and an arrival time. A departure time is a point in timeat which aircraft 410 separates from a jetway (passenger boarding bridgeor skybridge) associated with a gate of an airport terminal at adeparture location. An arrival time is a point in time at which aircraft410 couples with a jetway associated with a gate of an airport terminalat an arrival location. Navigation data may include such information asa current position of aircraft 410, a direction of travel (headinginformation), waypoint-related information, speed, aircraft state data(e.g., weight, remaining fuel, engine speed, altitude, etc.), aircraftenvironmental information (e.g., air pressure, wind speed/direction,internal/external temperature, turbulence data, etc.), and the like.

In an embodiment, navigation data is exchanged between aircraft 410 andthe external systems using flight messages. Flight messages may beexchanged using an Aircraft Communications Addressing and ReportingSystem (“ACARS”), an Aeronautical Telecommunications Network (“ATN”), aController-Pilot Data Link Communications (“CPDLC”) system, a Future AirNavigation System (“FANS”), and the like. In an embodiment, flightmessages include an Aircraft Initiated Movement Message (“MVA”) sent ina format defined by the International Air Transport Association (“IATA”)using an ACARS system of aircraft 410. In an embodiment, the one or moreexternal systems forward navigation data to a flight data publicationservice, such as the System-Wide Information Management (“SWIM”) FlightData Publication Service (“SFDPS”) operated by the FAA.

ATM system 420 is configured to monitor and direct aircraft operating onthe ground adjacent to an airport facility (“airport”) and in controlledairspace to promote the safe and orderly operation of air traffic. Inmonitoring and directing aircraft, ATM system 420 detects and tracksaircraft using data received from various sources of radar data, verbalposition reports received from aircraft operators (e.g., pilots),datalink position reports received from automatic dependentsurveillance-broadcast (“ADS-B”) components, and the like.

ATM system 420 includes an air traffic control tower (“ATCT”) 422associated with a particular airport facility. ATM system 420 mayadditionally or alternatively include a Terminal Radar Approach Control(“TRACON”) system and/or an Air Route Traffic Control Center (“ARTCC”)system. When aircraft 410 is operating within an airspace assigned to aparticular airport or on the ground adjacent to the particular airport,an ATCT (e.g., ATCT 422) provides air traffic control services toaircraft 410. When aircraft 410 is operating external to an airspaceassigned to a particular airport, a TRACON system and/or an ARTCC systemprovide air traffic control services to aircraft 410.

For purposes of the present disclosure, air traffic control servicesinclude the provisioning of departure/arrival slot times to specificaircraft departing from a particular controlled airspace and/or airportand arriving at the particular controlled airspace and/or airport,respectively. An ATCT generally provisions a departure slot time tospecific aircraft departing from a particular airport in response toreceiving flight plans for the specific aircraft. For example, ATCT 422may provision a departure slot time to aircraft 410 in response toreceiving flight plans sent by FMS 412 via network 450. Also, ATCT 422may also assign a specific aircraft to a particular gate of an airportterminal of that airport based in part on aircraft specificationinformation received from departure control system—flight management(“DCS-FM”) 435 of provider system 430.

ATM system 420 may also provide various data feeds to aircraft operatingon the ground adjacent to an airport and in controlled airspace. Suchdata feeds generally include: flight information service (“FIS”) data,Notice to Airmen messages (“NOTAM”), Terminal Weather Information forPilots (“TWIP”), Automatic Terminal Information Service (“ATIS”)broadcasts, and the like. Such data feeds provide information regardingconflicting traffic conditions, meteorological conditions, activerunways at a particular airport, available approaches to a particularairport, other possible hazards to flights, and the like.

Provider system 430 generally represents the various systems that aparticular travel service provider employs to provide travel services topassengers with existing travel reservations. As shown in FIG. 4,provider system 430 includes reservation system 431, departure controlsystem—customer management (“DCS-CM”) 433, DCS-FM 435, and baggageprocessing system (“BPS”) 437. In an embodiment, reservation system 431is implemented using reservation system 200 of FIG. 2.

DCS-CM 433 manages passenger-related operations for a particular travelservice provider at a specific airport. Such passenger-relatedoperations generally include: interacting with a check-in device therebyenabling passengers with existing reservations to check-in for flights,issuing boarding cards to those passengers via the check-in device,updating reservations records associated with the existing reservationsto reflect an appropriate status (e.g., checked-in, boarded, flown,etc.), initiating a baggage acceptance process with BPS 437,facilitating a boarding process with a gate agent workstation or mobiledevice, generating passenger manifests for a particular flight, and thelike. Check-in devices may include: a mobile device of a passenger, aself-service check-in kiosk, a check-in counter workstation, a gateagent workstation, and the like.

DCS-FM 435 manages logistical-related operations for a particular travelservice provider at a specific airport. Such logistical-relatedoperations generally include interacting with an inventory managementsystem of reservation system 431 to assign an available aircraft (e.g.,aircraft 410) from an inventory of a travel service providers to servicea particular segment. The process of assigning an aircraft to service aparticular segment is typically referred to as a “tail assignment.”Logistical-related operations also include: assigning crew members tooperate the assigned aircraft, identifying any special service requestsannotated for a specific flight in reservation records stored in areservation database of reservation system 431, interacting with aninventory management system of reservation system 431 to allocateavailable resources to satisfy such special service requests,determining appropriate load distributions for the assigned aircraftbased in part on data received from BPS 437 and/or DCS-CM 433,interacting with FMS 412 to generate flight plans, transmitting AircraftMovement Messages (“MVT”) to ATM system 420 in a format defined by IATA,and the like. As part of the tail assignment process, the inventorymanagement system of reservation system 431 provides DCS-CM 433 withaircraft specification information thereby enabling DCS-CM 433 to tailora seat map for the specific flight.

BPS 437 manages baggage-related operations for a particular travelservice provider at a specific airport. Such baggage-related operationsgenerally involve accepting, tracking, and loading baggage and/or cargo.For example, BPS 437 may effectuate a baggage acceptance processresponsive to a trigger received from DCS-CM 433 upon checking in apassenger. BPS 437 also provides DCS-FM 435 with data regarding theweight and/or exterior dimensions of each item of baggage or cargoaccepted to facilitate load distribution determinations. BPS 437 mayalso generate baggage records for each item of baggage or cargo acceptedand update reservations records stored in a reservation database ofreservation system 431 with identifiers corresponding to such baggagerecords.

Disruption management system 440 detects disruption events that impactone or more segments of an itinerary using data obtained from variousfragmented sources in operating environment 400. For purposes of thepresent disclosure, “data obtained from various fragmented sources”refers to data obtained from two or more elements of operatingenvironment that perform separate and distinct functions or providedifferent types of information. For example, DCS-CM 433 managespassenger-related operations for a particular travel provider at aspecific airport whereas DCS-FM 435 manages logistical-relatedoperations and BPS 437 manages baggage-related operations for theparticular travel provider at that specific airport. In this example,data obtained from two or more of DCS-CM 433, DCS-FM 435, and BPS 437would be considered data obtained from various fragmented sources inoperating environment 400.

Similarly, aircraft 410 transports passengers and cargo within anairline route network operated by a travel provider while ATCT 422provisions a departure slot time to specific aircraft (e.g., aircraft410) departing from a particular airport. In this case, data obtainedfrom aircraft 410 and ATCT 422 would be considered data obtained fromvarious fragmented sources in operating environment 400.

Also, a TWIP data feed provides weather related information, such asinformation about any expected weather that will impact airportoperations, whereas an ATIS broadcast data feed provides both weatherrelated information and non-weather related information. The non-weatherrelated information provided by the ATIS broadcast data feed may includeinformation related to active runways and available approaches of anairport, as well as an appropriate radio frequency for arriving aircraftto make initial contact with approach control. In this instance, theTWIP and ATIS broadcast data feeds would be considered data obtainedfrom various fragmented sources in operating environment 400.

The following examples illustrate how disruption management system 440may detect disruption events using data obtained from various fragmentedsources in operating environment 400. In the first example, a disruptionevent impacting a particular segment may include an aircraft swap thatreplaces an aircraft originally assigned to service the particularsegment with a replacement aircraft following a technical failure of theoriginal aircraft. Disruption management system 440 may detect thisdisruption event by monitoring the data exchanged between DCS-FM 435 andan inventory management system of reservation system 431, as thereplacement aircraft is identified; or between DCS-FM 435 and DCS-CM433, as aircraft specification information for the replacement aircraftis provided. The fragment sources in this example include DCS-FM 435,the inventory system of reservation system 431, DCS-CM 433, or acombination thereof.

In another example, a disruption event impacting a particular segmentmay include a modification of a seat map corresponding to a travelconveyance servicing that segment. Disruption management system 440 maydetect this disruption event by monitoring data exchanged between DCS-FM435 and an inventory management system of reservation system 431 if theseat map modification arises from an aircraft swap; between DCS-FM 435and DCS-CM 433, as aircraft specification for a replacement aircraft isprovided following the aircraft swap; between DCS-CM 433 and varioussystems of reservation system 431 (e.g., an inventory management system,a ticketing management system, and/or reservation management system), aspart of a seat re-assignment or re-accommodation process; between thevarious systems of reservation system 431, as various records areupdated as part of the seat re-assignment and/or re-accommodationprocess. The fragment sources in this example include DCS-CM 433, DCS-FM435, the inventory/reservation/ticketing management systems ofreservation system 431, or a combination thereof.

As another example, a disruption event impacting a particular segmentmay include a delay in a departure time of an aircraft servicing thatsegment. If the delay is weather related, disruption management system440 may detect this disruption event using data (e.g., a NOTAM or aTWIP) obtained from a data feed provided by ATM 420, an updated flightplan sent by FMS 412 to ATCT 422, a third-party server hosting anairline schedule service (e.g., Official Airline Guide, the air travelintelligence company of Luton, England), and the like. The fragmentsources in this example include ATM 420, FMS 412, ATCT 422, the airlineschedule service hosted by the third-party server, or a combinationthereof.

In accordance with aspects of the present invention, additionaldisruption events may include: an unscheduled stopover location beingadded, a scheduled stopover location being replaced with an unscheduledstopover location, a change in a cabin class associated with the firstsegment (or other segments of the itinerary), a ground transfer beingadded, a modification of the first segment (or other segments of theitinerary) that results in a reduced connection time, a special servicerequest associated with the first segment (or other segments of theitinerary) being unfulfilled, a modification of a seat map correspondingto a travel conveyance servicing the first segment (or other segments ofthe itinerary), a modification of a seating protocol established by atravel provider operating the travel conveyance, an unscheduled gatechange, a wait time for retrieval of checked baggage that exceeds apredefined threshold, and the like. Disruption events may also relate toa travel conveyance servicing an impacted segment being cancelled,delayed, rescheduled, diverted en-route, reassigned, replaced, and thelike.

In an embodiment, disruption management system 440 obtains data byactively monitoring data exchanges between various systems in operatingenvironment 400. In an embodiment, disruption mitigation system 440obtains data by intercepting messages or signals exchanged betweenvarious systems in operating environment 400. For example, disruptionmanagement system 440 may obtain such data by intercepting an MVAmessage transmitted by an ACARS system of aircraft 410. As anotherexample, disruption management system 440 may obtain such data byintercepting an MVT message exchanged between DCS-FM 435 and ATM system420. In an embodiment, disruption management system 440 obtains data bysubscribing to data feeds provided by one or more systems in operatingenvironment 400.

In response to detecting disruption events, disruption management system440 determines record identifiers associated with reservation recordsthat were generated in response to ticketing itineraries that includethe impacted segment. To determine these record identifiers, disruptionmanagement system 440 interacts with a reservation management system ofreservation system 431. In each of the reservation records associatedwith these record identifiers, disruption management system 440generates a disruption element corresponding to the impacted segment.For purposes of the present disclosure, disruption elements are onlygenerated in reservation records that include itineraries with segmentsthat are impacted by disruption events. As such, reservation recordsthat include itineraries with segments that have not been impacted bydisruption events lack disruption elements.

After detecting the disruption event, disruption management system 440also determines a difference between a base state of the impactedsegment and a state of the impacted segment following the disruptionevent. The disruption element is populated with data indicative of thatdifference. When a single segment of an itinerary is impacted by asequence of disruption events, disruption management system 440iteratively updates the disruption element corresponding to that segmenteach time an additional disruption event is detected. As a result, thatdisruption element presents an aggregated view of the net differencebetween the ticketed travel service and the actual travel servicedelivered by the travel service provider.

By way of example, disruption management system 440 may detect twodisruption events impacting a particular segment. Initially, disruptionmanagement system 440 may detect a first delay in a scheduled arrivaltime of a travel conveyance (e.g., aircraft 410) servicing the impactedsegment. After detecting the first disruption event (i.e., the firstdelay), disruption management system 440 would generate a disruptionelement corresponding to the impacted segment, as described above. Thedisruption element would be populated with data indicative of adifference between a base state of the impacted segment and a state ofthe impacted segment following the first disruption event. In thisinstance, the difference would be the difference in the scheduledarrival time following the first delay.

Subsequently, disruption management system 440 may detect a second delayin the scheduled arrival time of the travel conveyance servicing theimpacted segment. Instead of generating a new disruption elementcorresponding to that second disruption event (i.e., the second delay),disruption management system 440 would update the existing disruptionelement. In particular, the existing disruption element would bepopulated with data indicative of a net difference in the scheduledarrival time relative to the base state of the impacted segment thatcombines the first delay and the second delay.

If one or more passengers associated with that itinerary is veryunfortunate, disruption management system 440 may also detect amodification of a seat map corresponding to the travel conveyanceservicing the impacted segment. As a result of the modification of theseat map, those passengers may be assigned to different seats. Forexample, when ticketed two passengers associated with that itinerary mayhave been assigned adjacent seats for the impacted segment. Followingthe modification of the seat map, the passengers may be re-seated suchthat one passenger is seated in the front of the aircraft while theother passenger is seated at the rear of the aircraft. As anotherexample, when ticketed, one passenger associated with that itinerary mayhave been assigned to a window seat for the impacted segment. Followingthe modification of the seat map, the passenger may be re-seated in anaisle seat for the impacted segment. Again, instead of generating a newdisruption element corresponding to that third disruption event (i.e.,the modification of the seat map), disruption management system 440would update the existing disruption element. In particular, theexisting disruption element would be populated with data indicative ofthe seat change due to the modification of the seat map along with thedata indicative of the net difference in the scheduled arrival time thatcombines the first delay and the second delay. In other embodiments, theexisting disruption element may be populated with data indicative ofunfulfilled special service requests, such as an undelivered specialdietary meal (e.g., Hallal) or a service to travel with a pet in thecabin of the travel conveyance.

After the first segment terminates, disruption management system 440 maylater detect a third disruption event that impacts a second segment ofthe same itinerary that includes the segment impacted by the first andsecond disruption events. The third disruption event may be a delay in ascheduled arrival time of a travel conveyance servicing the secondsegment. In response to detecting the third disruption event, disruptionmanagement system 440 would generate a new disruption elementcorresponding to the second segment in the same reservation record thatincludes the existing disruption element. Disruption management system440 would then determine a difference between a base state of the secondsegment and a state of the second segment following the third disruptionevent. The new disruption element would then be populated with dataindicative of that difference.

By generating the new disruption element instead of updating theexisting disruption element, each disruption element provides asegment-specific record of the disruption events impacting theitinerary. That is, each disruption element presents an aggregated viewof the net difference between the ticketed travel service and the actualtravel service delivered by the travel service provider for a particularsegment of the itinerary.

In an embodiment, disruption management system 440 is configured toidentify an identifier corresponding to a user profile associated withan itinerary that includes an impacted segment. The identifiercorresponding to the user profile may be identified using informationobtained from a reservation record generated in response to reservingthe itinerary. For example, the user profile may be associated with afrequent flyer program provided by a travel service provider. The userprofile may be populated with a disruption metric that quantifies arelative impact of disruption events that impact a particular segment ofthe itinerary. Disruption management system 440 generates the disruptionmetric using data obtained from a disruption element in the reservationrecord that corresponds to the particular segment.

In an embodiment, a time dilution factor is applied to a disruptionmetric that adjusts the disruption metric based on how much advancenotice of a disruption event was provided. A time dilution factor mayalso adjust a disruption metric based on whether compensation (e.g.,monetary compensation, extra frequent flyer miles, a travel voucher forfree travel, meal vouchers, a seat in an upgraded cabin class, a seatwith extra legroom, a complimentary airline ancillary service, etc.) wasprovided to a passenger associated with the user profile as restitutionfor the disruption event.

In an embodiment, disruption management system 440 is configured toidentify a root cause of a disruption event using data obtained from theplurality of fragment sources. Examples of a root cause include: a crewdelay, a passenger delay, a ground delay, a baggage delay, a tailassignment (e.g., following a malfunction of an aircraft originallyassigned), a seasonal schedule change, an ad hoc schedule change, a gatechange due to airport operational constraints, and the like. In anembodiment, disruption mitigation system 440 is configured to update adisruption element to include an indication of an identified root causeof a disruption event associated with the disruption element.

Referring to FIG. 5, an example process 500 for detecting disruptionevents that impact itineraries using data obtained from a plurality offragmented sources is illustrated. In an embodiment, process 500 iseffectuated by disruption management system 440 of FIG. 4, as it detectsdisruption events that impact one or more segments of an itineraryincluded in an existing travel reservation. At block 502, a firstdisruption event that impacts a first segment of an itinerary isdetected using data obtained from a plurality of fragmented sources. Inan embodiment, a subset of the data is obtained by subscribing to a datafeed provided by an aviation authority. For example, the data feed maybe the SFDPS provided by the FAA. In an embodiment, a subset of the datais obtained by intercepting a message or signal exchanged between two ofthe plurality of fragmented sources. For example, the message may be anupdated flight plan transmitted from an FMS (e.g., FMS 412 of FIG. 4) toan ATCT (e.g., ATCT 422), part of an exchange between a DCS-FM and a FMSto generate an updated flight plan, a reply from an inventory managementsystem of a reservation system to a DCS-CM (e.g., an inventorymanagement system of reservation system 431 and DCS-CM 433,respectively) indicating that a requested resource for satisfying aspecial service request is unavailable, and the like.

At block 504, a record identifier associated with a reservation recordgenerated in a reservation database in response to reserving theitinerary is determined. In an embodiment, the record identifier isdetermined by querying a reservation management system of a reservationsystem (e.g., a reservation management system of reservation system431). In an embodiment, a query to the reservation management system ispopulated with information derived from a flight plan exchanged betweena DCS-CM and an ATM system (e.g., DCS-CM 433 and ATM system 420 of FIG.4, respectively) or a flight plan exchanged between an aircraft and anATM system (e.g., aircraft 410 and ATM system 420 of FIG. 4,respectively).

At block 506, in response to detecting the first disruption element, afirst disruption element corresponding to the first segment is generatedin the reservation record associated with the record identifier. Thefirst disruption element stores data indicative of a net differencebetween a base state of the first segment at a time of a ticketing ofthe itinerary and an actual state of the first segment at a time thefirst segment terminates. In an embodiment, generating the firstdisruption element includes cascading the first disruption elementthrough a service of a remote server hosting the reservation database.For example, if disruption management system 440 of FIG. 4 generates thefirst disruption element, disruption management system 440 may need toinvoke a service executing on a reservation management system ofreservation system 431 to update the reservation record with the firstdisruption element. In this example, while disruption mitigation system440 generates the first disruption element, the service executing on thereservation management system modifies the reservation record in areservation database to include the first disruption element.

At block 508, a difference between the base state of the first segmentand a state of the first segment following the first disruption elementis determined using data indicative of the base state obtained from thereservation record. At block 510, the first disruption element ispopulated with data indicative of the determined difference between thebase state of the first segment and the state of the first segmentfollowing the first disruption event.

Having described various embodiments of the invention, an exemplarycomputing environment suitable for implementing embodiments of theinvention is now described. With reference to FIG. 6, client device 110,PRS 120, GRS 130, reservation system 200, search engine 220, inventorymanagement system 230, reservation management system 240, ticketmanagement system 250, FMS 412, ATM system 420, ATCT 422, providersystem 430, reservation system 431, DCS-CM 433, DCS-FM 435, BPS 437, anddisruption management system 440 may be implemented on one or morecomputer devices or systems, such as exemplary computer system 600. Thecomputer system 600 may include a processor 626, a memory 628, a massstorage memory device 630, an input/output (“I/O”) interface 632, and aHuman Machine Interface (“HMI”) 634. The computer system 600 may also beoperatively coupled to one or more external resources 636 via thenetwork 623 or I/O interface 632. External resources may include, butare not limited to, servers, databases, mass storage devices, peripheraldevices, cloud-based network services, or any other suitable computerresource that may be used by the computer system 600.

The processor 626 may include one or more devices selected frommicroprocessors, micro-controllers, digital signal processors,microcomputers, central processing units, field programmable gatearrays, programmable logic devices, state machines, logic circuits,analog circuits, digital circuits, or any other devices that manipulatesignals (analog or digital) based on operational instructions that arestored in the memory 628. The memory 628 may include a single memorydevice or a plurality of memory devices including, but not limited to,read-only memory (“ROM”), random access memory (“RAM”), volatile memory,non-volatile memory, static random access memory (“SRAM”), dynamicrandom access memory (“DRAM”), flash memory, cache memory, or any otherdevice capable of storing information. The mass storage memory device630 may include data storage devices such as a hard drive, opticaldrive, tape drive, non-volatile solid state device, or any other devicecapable of storing information.

The processor 626 may operate under the control of an operating system638 that resides in the memory 628. The operating system 638 may managecomputer resources so that computer program code embodied as one or morecomputer software applications, such as an application 640 residing inmemory 628, may have instructions executed by the processor 626. In analternative embodiment, the processor 626 may execute the application640 directly, in which case the operating system 638 may be omitted. Oneor more data structures 642 may also reside in memory 628, and may beused by the processor 626, operating system 638, or application 640 tostore or manipulate data.

The I/O interface 632 may provide a machine interface that operativelycouples the processor 626 to other devices and systems, such as thenetwork 623 or the one or more external resources 636. The application640 may thereby work cooperatively with the network 623 or the externalresources 636 by communicating via the I/O interface 632 to provide thevarious features, functions, applications, processes, or modulescomprising embodiments of the invention. The application 640 may alsohave program code that is executed by the one or more external resources636, or otherwise rely on functions or signals provided by other systemor network components external to the computer system 600. Indeed, giventhe nearly endless hardware and software configurations possible,persons having ordinary skill in the art will understand thatembodiments of the invention may include applications that are locatedexternally to the computer system 600, distributed among multiplecomputers or other external resources 636, or provided by computingresources (hardware and software) that are provided as a service overthe network 623, such as a cloud computing service.

The HMI 634 may be operatively coupled to the processor 626 of computersystem 600 in a known manner to allow a user to interact directly withthe computer system 600. The HMI 634 may include video or alphanumericdisplays, a touch screen, a speaker, and any other suitable audio andvisual indicators capable of providing data to the user. The HMI 634 mayalso include input devices and controls such as an alphanumerickeyboard, a pointing device, keypads, pushbuttons, control knobs,microphones, etc., capable of accepting commands or input from the userand transmitting the entered input to the processor 626.

A database 644 may reside on the mass storage memory device 630, and maybe used to collect and organize data used by the various systems andmodules described herein. Inventory database 235, reservation database245, and ticket database 255 may be implemented using one or moredatabases, such as database 644. The database 644 may include data andsupporting data structures that store and organize the data. Inparticular, the database 644 may be arranged with any databaseorganization or structure including, but not limited to, a relationaldatabase, a hierarchical database, a network database, or combinationsthereof. A database management system in the form of a computer softwareapplication executing as instructions on the processor 626 may be usedto access the information or data stored in records of the database 644in response to a query, where a query may be dynamically determined andexecuted by the operating system 638, other applications 640, or one ormore modules.

In general, the routines executed to implement the embodiments of theinvention, whether implemented as part of an operating system or aspecific application, component, program, object, module or sequence ofinstructions, or even a subset thereof, may be referred to herein as“computer program code,” or simply “program code.” Program codetypically comprises computer readable instructions that are resident atvarious times in various memory and storage devices in a computer andthat, when read and executed by one or more processors in a computer,cause that computer to perform the operations necessary to executeoperations and/or elements embodying the various aspects of theembodiments of the invention. Computer readable program instructions forcarrying out operations of the embodiments of the invention may be, forexample, assembly language or either source code or object code writtenin any combination of one or more programming languages.

The program code embodied in any of the applications/modules describedherein is capable of being individually or collectively distributed as aprogram product in a variety of different forms. In particular, theprogram code may be distributed using a computer readable storage mediumhaving computer readable program instructions thereon for causing aprocessor to carry out aspects of the embodiments of the invention.

Computer readable storage media, which is inherently non-transitory, mayinclude volatile and non-volatile, and removable and non-removabletangible media implemented in any method or technology for storage ofinformation, such as computer-readable instructions, data structures,program modules, or other data. Computer readable storage media mayfurther include random access memory (“RAM”), read-only memory (“ROM”),erasable programmable read-only memory (“EPROM”), electrically erasableprogrammable read-only memory (“EEPROM”), flash memory or other solidstate memory technology, portable compact disc read-only memory(“CD-ROM”), or other optical storage, magnetic cassettes, magnetic tape,magnetic disk storage or other magnetic storage devices, or any othermedium that can be used to store the desired information and which canbe read by a computer. A computer readable storage medium should not beconstrued as transitory signals per se (e.g., radio waves or otherpropagating electromagnetic waves, electromagnetic waves propagatingthrough a transmission media such as a waveguide, or electrical signalstransmitted through a wire). Computer readable program instructions maybe downloaded to a computer, another type of programmable dataprocessing apparatus, or another device from a computer readable storagemedium or to an external computer or external storage device via anetwork.

Computer readable program instructions stored in a computer readablemedium may be used to direct a computer, other types of programmabledata processing apparatus, or other devices to function in a particularmanner, such that the instructions stored in the computer readablemedium produce an article of manufacture including instructions thatimplement the functions/acts specified in the flowcharts, sequencediagrams, and/or block diagrams. The computer program instructions maybe provided to one or more processors of a general purpose computer,special purpose computer, or other programmable data processingapparatus to produce a machine, such that the instructions, whichexecute via the one or more processors, cause a series of computationsto be performed to implement the functions and/or acts specified in theflowcharts, sequence diagrams, and/or block diagrams.

In certain alternative embodiments, the functions and/or acts specifiedin the flowcharts, sequence diagrams, and/or block diagrams may bere-ordered, processed serially, and/or processed concurrently withoutdeparting from the scope of the embodiments of the invention. Moreover,any of the flowcharts, sequence diagrams, and/or block diagrams mayinclude more or fewer blocks than those illustrated consistent withembodiments of the invention.

The terminology used herein is for the purpose of describing particularembodiments only and is not intended to be limiting of the embodimentsof the invention. As used herein, the singular forms “a”, “an” and “the”are intended to include the plural forms as well, unless the contextclearly indicates otherwise. It will be further understood that theterms “comprises” and/or “comprising,” when used in this specification,specify the presence of stated features, integers, steps, operations,elements, and/or components, but do not preclude the presence oraddition of one or more other features, integers, steps, operations,elements, components, and/or groups thereof. Furthermore, to the extentthat the terms “includes”, “having”, “has”, “with”, “comprised of”, orvariants thereof are used in either the detailed description or theclaims, such terms are intended to be inclusive in a manner similar tothe term “comprising.”

While all of the invention has been illustrated by a description ofvarious embodiments and while these embodiments have been described inconsiderable detail, it is not the intention of the Applicant torestrict or in any way limit the scope of the appended claims to suchdetail. Additional advantages and modifications will readily appear tothose skilled in the art. The invention in its broader aspects istherefore not limited to the specific details, representative apparatusand method, and illustrative examples shown and described. Accordingly,departures may be made from such details without departing from thespirit or scope of the Applicant's general inventive concept.

What is claimed:
 1. A system comprising: a computing device; and acomputer-readable storage medium comprising a set of instructions thatupon execution by the computing device cause the system to: obtain datafrom a plurality of fragmented sources, wherein the data is obtainedfrom two or more elements of the plurality of fragmented sources thatperform separate and distinct functions; detect, based on the data fromthe plurality of fragmented sources, a first disruption event thatimpacts a first segment of an itinerary by intercepting data exchangedbetween a first source and a second source of the plurality offragmented sources for an identification of a replacement transportationsystem or a modification of a seat map corresponding to a travelconveyance servicing the first segment; determine a record identifierassociated with a passenger name record (“PNR”) generated in areservation database in response to reserving the itinerary; in responseto detecting the first disruption event based on the data from theplurality of fragmented sources, generate a first disruption elementcorresponding to the first segment in the PNR associated with the recordidentifier, the first disruption element storing data indicative of anet difference between a base state of the first segment at a time of aticketing of the itinerary and an actual state of the first segment at atime that the first segment terminates; determine a difference betweenthe base state of the first segment and a state of the first segmentfollowing the first disruption event using data indicative of the basestate obtained from the PNR; update the first disruption element withdata indicative of the determined difference between the base state ofthe first segment and the state of the first segment following the firstdisruption event; and present the updated first disruption element as anaggregated view of the determined difference between the base state ofthe first segment and the state of the first segment following the firstdisruption event, wherein the updated first disruption element providesa segment-specific record of disruption events impacting the itinerary.2. The system of claim 1, wherein the set of instructions that uponexecution by the computing device further cause the system to:subsequent to detecting the first disruption event, detect a seconddisruption event that impacts the first segment of the itinerary; andupdate the first disruption element with data indicative of a differencebetween the base state of the first segment and a state of the firstsegment following the second disruption event.
 3. The system of claim 2,wherein the first disruption event is a first delay in a scheduledarrival time of the travel conveyance servicing the first segment, thesecond disruption event is a second delay in the scheduled arrival time,and the data indicative of the difference between the base state of thefirst segment and the state of the first segment following the seconddisruption event is a net difference in the scheduled arrival time thatcombines the first delay and the second delay.
 4. The system of claim 1,wherein the set of instructions that upon execution by the computingdevice further cause the system to: detect a third disruption event thatimpacts a second segment of the itinerary; and in response to detectingthe third disruption event, generate a second disruption elementcorresponding to the second segment in the PNR, the second disruptionelement storing data indicative of a net difference between a base stateof the second segment at a time of a ticketing of the itinerary and anactual state of the second segment at a time the second segmentterminates.
 5. The system of claim 4, wherein the set of instructionsupon execution by the computing device further cause the system to:determine a difference between the base state of the second segment anda state of the second segment following the third disruption event usingdata indicative of the base state of the second segment obtained fromthe PNR; and populate the second disruption element with data indicativeof the difference between the base state of the second segment and thestate of the second segment following the third disruption event.
 6. Thesystem of claim 1, wherein the set of instructions that upon executionby the computing device further cause the system to: identify anidentifier corresponding to a user profile associated with the itineraryusing information obtained from the PNR; generate a disruption metricthat quantifies a relative impact of disruption events that impact thefirst segment using data obtained from the first disruption element; andpopulate the user profile corresponding to the identifier with thedisruption metric.
 7. The system of claim 6, wherein the set ofinstructions upon execution by the computing device further cause thesystem to: apply a time dilution factor to the disruption metric thatadjusts the disruption metric based on how much advance notice of thefirst disruption event was provided.
 8. The system of claim 1, whereinthe plurality of fragmented sources include a customer managementdeparture control system (“DCS-CM”) associated with a travel providerservicing the first segment, a flight management departure controlsystem (“DCS-FM”) associated with the travel provider, an inventorymanagement system associated with the travel provider, or a combinationthereof.
 9. The system of claim 2, wherein the second disruption eventis a delay in a scheduled arrival time of the travel conveyance, and thedata indicative of the difference between the base state of the firstsegment and the state of the first segment following the seconddisruption event is a net difference in the scheduled arrival timefollowing the delay and an indication of a seat change due to themodification of the seat map.
 10. The system of claim 1, whereingenerating the first disruption element includes cascading the firstdisruption element through a service of a remote server hosting thereservation database.
 11. A method comprising: obtaining data from aplurality of fragmented sources, wherein the data is obtained from twoor more elements of the plurality of fragmented sources that performseparate and distinct functions; detecting, based on the data from theplurality of fragmented sources, a first disruption event that impacts afirst segment of an itinerary by intercepting data exchanged between afirst source and a second source of the plurality of fragmented sourcesfor an identification of a replacement transportation system or amodification of a seat map corresponding to a travel conveyanceservicing the first segment; determining a record identifier associatedwith a passenger name record (“PNR”) generated in a reservation databasein response to reserving the itinerary; in response to detecting thefirst disruption event based on the data from the plurality offragmented sources, generating a first disruption element correspondingto the first segment in the PNR associated with the record identifier,the first disruption element storing data indicative of a net differencebetween a base state of the first segment at a time of a ticketing ofthe itinerary and an actual state of the first segment at a time thatthe first segment terminates; determining a difference between the basestate of the first segment and a state of the first segment followingthe first disruption event using data indicative of the base stateobtained from the PNR; updating the first disruption element with dataindicative of the determined difference between the base state of thefirst segment and the state of the first segment following the firstdisruption event; and presenting the updated first disruption element asan aggregated view of the determined difference between the base stateof the first segment and the state of the first segment following thefirst disruption event, wherein the updated first disruption elementprovides a segment-specific record of disruption events impacting theitinerary.
 12. The method of claim 11, further comprising: iterativelyupdating the first disruption element in response to detectingadditional disruption events that impact the first segment using thedata obtained from the plurality of fragmented sources.
 13. The methodof claim 12, wherein the additional disruption events include: anunscheduled stopover location being added, a scheduled stopover locationbeing replaced with an unscheduled stopover location, a change in acabin class associated with the first segment, a ground transfer beingadded, a modification of the first segment that results in a reducedconnection time, a special service request associated with the firstsegment being unfulfilled, a modification of a seating protocolestablished by a travel provider operating the travel conveyance, anunscheduled gate change, a wait time for retrieval of checked baggagethat exceeds a predefined threshold, or a combination thereof.
 14. Themethod of claim 11, further comprising: identifying a root cause of thefirst disruption event using the data obtained from the plurality offragmented sources.
 15. The method of claim 14, further comprising:updating the first disruption element to include an indication of theroot cause.
 16. The method of claim 14, wherein the root cause relatesto a crew delay, a weather condition, a passenger delay, a ground delay,a baggage delay, a tail assignment, a seasonal schedule change, or acombination thereof.
 17. The method of claim 11, wherein the firstdisruption event corresponds to the travel conveyance servicing thefirst segment being cancelled, delayed, rescheduled, diverted en-route,reassigned, replaced, or a combination thereof.
 18. The method of claim17, wherein the first disruption event is detected using data obtainedfrom an Aircraft Movement Message (“MVT”), an Aircraft InitiatedMovement Message (“MVA”), or a combination thereof.
 19. A non-transitorycomputer-readable storage medium comprising computer-readableinstructions that upon execution by a processor of a computing devicecause the computing device to: obtain data from a plurality offragmented sources, wherein the data is obtained from two or moreelements of the plurality of fragmented sources that perform separateand distinct functions; detect, based on the data from the plurality offragmented sources, a first disruption event that impacts a firstsegment of an itinerary by intercepting data exchanged between a firstsource and a second source of the plurality of fragmented sources for anidentification of a replacement transportation system or a modificationof a seat map corresponding to a travel conveyance servicing the firstsegment; determine a record identifier associated with a passenger namerecord (“PNR”) generated in a reservation database in response toreserving the itinerary; in response to detecting the first disruptionevent based on the data from the plurality of fragmented sources,generate a first disruption element corresponding to the first segmentin the PNR associated with the record identifier, the first disruptionelement storing data indicative of a net difference between a base stateof the first segment at a time of a ticketing of the itinerary and anactual state of the first segment at a time that the first segmentterminates; determine a difference between the base state of the firstsegment and a state of the first segment following the first disruptionevent using data indicative of the base state obtained from the PNR;update the first disruption element with data indicative of thedetermined difference between the base state of the first segment andthe state of the first segment following the first disruption event; andpresent the updated first disruption element as an aggregated view ofthe determined difference between the base state of the first segmentand the state of the first segment following the first disruption event,wherein the updated first disruption element provides a segment-specificrecord of disruption events impacting the itinerary.